Refund & cancellation policy

This page describes the default cancellation framework that applies to bookings made through Cavaliq. Each Club can configure its own cancellation rules within this framework; when the rules differ, the Club’s own policy — which is shown to you on the booking page before you pay — is what governs your booking. If anything in this page conflicts with the policy you accepted at checkout, the policy you accepted controls.

1. Cancelling a lesson you booked

You can cancel a booking from the booking detail screen in the Cavaliq app or by contacting the Club. The charge depends on how much notice you give before the start time of the lesson:

• More than 24 hours before the lesson: the lesson is cancelled and no cancellation fee is charged. Any payment already taken is refunded in full.
• Between 12 and 24 hours before the lesson: 50% of the lesson fee is retained as a cancellation fee. The remaining 50% is refunded.
• Less than 12 hours before the lesson, or a no-show: 100% of the lesson fee is retained. No refund.

Clubs can be stricter or more generous than this default. The exact windows for your booking are always shown on the booking confirmation.

2. When the Club cancels

Sometimes the Club has to cancel a lesson at short notice — bad weather, an injured horse, a coach off sick, or a safety issue with an arena. When the Club cancels:

• You always get a full refund or a free reschedule, your choice.
• No cancellation fee applies to you.
• The Club will tell you as soon as it can and Cavaliq will send a notification through the app and by email.

3. How long refunds take

Refunds are returned to the original payment method. The Club triggers the refund from its Cavaliq dashboard; the payment processor then returns the funds. Typical timing:

• Card refunds (Stripe, N-Genius): 5–10 business days, sometimes faster. The exact timing depends on the issuing bank.
• Ziina refunds: typically 1–3 business days for Ziina-to-Ziina, 5–10 business days for refunds back to a card via Ziina.

If you don’t see the refund after 10 business days, contact the Club first; the Club can confirm whether the refund was issued and share the reference. If you still need help, write to info@cavaliq.com.

4. Late arrival

If you arrive after a lesson has started, the Club will usually run the remaining time and charge the full fee. If you arrive so late that the lesson cannot reasonably go ahead, that’s a no-show under the rules above.

5. Cavaliq subscription refunds (for Clubs)

Cavaliq’s own subscription fees (Starter / Growing / Professional) are payable in advance. We do not refund the unused portion of a subscription period when a Club cancels for convenience — you can keep using the service through to the end of the period and the plan will not renew. We may make exceptions for genuine billing errors. See the Terms of Service for the full position.

6. Chargebacks and disputes

If you have a problem with a booking, please contact the Club first; most issues can be resolved directly. Filing a chargeback with your card issuer for a charge you authorised and received the service for may result in the Club suspending your account and recovering the disputed amount and any fees through other means.

7. Prices and VAT

Prices shown to riders include VAT where the Club is VAT-registered, in line with UAE Federal Tax Authority rules. Prices for Cavaliq’s own subscriptions to Clubs are shown both excluding and including VAT on the billing page.

8. Contact

Refund questions about a specific lesson: contact the Club.

Questions about this policy or a problem with the platform itself: write to info@cavaliq.com.